Respond to a customer chat request

Respond to a customer chat request

Select a chat request from the chat queue and respond to a customer's question or
comment.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or
admin

Procedure

Navigate to Collaborate > Connect Support.

The Connect workspace opens in a new tab.

Click the support tab of the Connect
sidebar, indicated by a headset icon ().

The support tab displays Queues to which you belong. It
also displays your open support conversations under
Cases. When a user starts a support conversation or an
agent transfers a conversation to a queue, any agent who belongs to the
associated queue can accept the conversation. An agent can also request to
transfer a
conversation
directly to you.

Figure 1. Support tab of Connect sidebar

Accept a conversation in one of the following ways.

Option

Description

Accept a conversation from a queue

Under Queues, click
Accept by the queue.

The conversation opens
in the conversation pane and an entry appears in the
Cases section of the sidebar.

Accept a transfer request

Under Cases, click
Accept by a transfer request.

Figure 2. Transfer request

The conversation opens in the conversation pane. The agent who
transferred the conversation can stay in the
conversation.

Respond to the user and help resolve the issue.

By default, your messages are added to the conversation record as comments and
are visible to the user.

What to do next

If necessary, you can open a new customer service case or incident from the
conversation to track the issue. You can also transfer the conversation to a different
agent or queue, escalate the conversation to a higher priority queue.